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TelcOS: Agentic Operations from Network to CX
Network, IT, field and customer teams still work across fragmented data, tools and queues. A fault can be detected in one domain, investigated in another and explained to the customer too late. The challenge is to connect signals, decisions and action across the service lifecycle without losing control.
Connect alarms, service history and operational context so teams can act before a technical issue becomes a wider service problem.
Give network, field and care teams a shared decision context, reducing repeated diagnosis and avoidable handoffs.
Automate routine coordination and documentation while directing human expertise to exceptions, risk and judgement.
Define clear permissions, escalation thresholds, evidence trails and human accountability for every agent-enabled workflow.
How NTT DATA helps
Map the service moments where earlier signals and coordinated decisions can improve reliability, productivity, customer experience or cost to serve. Define the human roles, decision rights and measures for each workflow.
Connect network telemetry, inventory, service data, knowledge and procedures with the lineage, quality and access controls needed for reliable agent behaviour.
Design role-specific agents that surface context, recommend action or automate defined tasks. Apply permissions, guardrails, traceability and escalation so accountability stays with the right people.
Connect agents to network assurance, service management, field operations, engineering and customer-care processes so decisions move into action without creating another isolated layer.
Start with high-value workflows, establish baselines and expand through reusable patterns. Equip teams to work confidently with agents and refine performance through operational evidence.
Anonymized operator-reported outcomes show what focused AI and automation can achieve in individual telecom domains. They provide useful value signals for an end-to-end operating model, subject to publication validation.
Reported during a trial involving approximately 250 developers at a large European telecommunications operator.
Reported by a Latin American telecommunications operator using generative AI in customer operations.
Reported by a European telecommunications operator for campaigns supported by generative AI.
Reported for a major South American telecommunications operator.
Build a governed path from signal to decision, action and customer outcome, then scale what the evidence supports.
